PRIMARY PURPOSE

Reporting to the Senior Director of Customer Experience, the Director of Customer Care will be responsible for the continuous improvement of an outstanding customer experience through best-in-class service quality as related to inbound and outbound Customer Care activities. The Director of Customer Care will lead a team of Managers in planning and implementing strategies that result in achieving set KPI’s including NPS, speed of answer, CSAT, and appointment scheduled metrics for approximately a dozen utility programs. Further, the Director of Customer Care will have direct responsibility in leading a department of representatives that set appointments and sell services to utility program customers in a specified region.

ESSENTIAL FUNCTIONS

• Direct all daily operations in a dedicated region of Customer Care; leading an engaged team to consistently meet or exceed program performance metrics.
• Manage departmental budgets, resources, and expenditures, including vendor relationships, effectively to optimize operational efficiency and cost-effectiveness.
• Lead and inspire a team of customer care managers to ensure the successful implementation of utility energy efficiency programs.
• Identify opportunities for resource optimization and process improvement to enhance operational efficiency and effectiveness through creation of staffing and resource plans.
• Provide guidance, mentorship, and engage managers to optimize team performance, achieve program objectives, and ensure CMC Energy remains an employer of choice.
• Set clear performance expectations and goals for the team and provide regular, consistent feedback and coaching to drive results.
• Cultivate and maintain strong relationships with utility partners as well as internal stakeholders to ensure alignment and collaboration.
• Foster a collaborative and inclusive work environment that encourages teamwork, innovation, career fulfillment and continuous improvement.
• Ensure compliance with industry standards and program guidelines.
• Oversee quality assurance and training processes to uphold service standards and deliver exceptional customer experiences.
• Maintain in-depth understanding of company technology, products, and services.
• Ensure that work is conducted in compliance with OSHA and company safety procedures.
• Perform other duties as assigned.

JOB REQUIREMENTS

• Bachelor’s degree in Business Administration, Management, Energy Management, or a related field; Master’s degree preferred.
• 8 years of experience in customer service management (both inbound and outbound models), preferably in a B2B organization.
• Proven track record of successful team leadership and management in a dynamic and fast-paced environment.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Demonstrated ability to build and maintain effective relationships with stakeholders at all levels.
• Strategic thinker with the ability to develop and execute plans to achieve organizational goals.
• Proficiency in Microsoft Office Suite and call center software/systems. Salesforce Service Cloud and Five9 experience a plus.
• Strong organizational, project management, problem solving and prioritization skills necessary.
• Resourcefulness to meet tight deadlines and flexibility with fluctuating priorities.
• Ability to collaborate with Senior Leadership on all topics related to program data, including the ability to obtain consensus, approval and manage projects through completion.
• Ability to communicate clearly and effectively, in speech and writing, with customers, staff, managers, supervisors, contractors and clients.
• Travel to other offices as required.
• Perform the essential functions and physical demands of the position with or without accommodation.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Consistently spending time sitting, typing, talking, walking and using repetitive motion.
• Frequent use of eye, hand, and finger coordination enabling the use of automated office machinery, such as a computer.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
• Visual capacity enabling frequent use of computer equipment.
• Sedentary work: ability to exert up to 10 pounds of force to lift, carry, push, pull or otherwise move objects.

WORK ENVIRONMENT

• The employee is not substantially exposed to adverse environmental conditions.

CMC Energy Services, Inc. provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual preference or non-disqualifying physical or mental handicap or disability in each aspect of the human resources function.